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Frequently Asked Questions Frequently Asked QuestionsUser Account Information Weekly Email Tips Coupons and Special Promotions Customer Relations Issues EKJ Online Issues Website IssuesUser Account Information
Weekly Email Tips
Coupons and Special Promotions
Customer Relations Issues
EKJ Online Issues
Website Issues
User Account InformationWhy do I need to create an account?You can shop and add items to your cart before creating an account. However, in order to check out from our store and make a purchase, you'll need to create your own personal account with a username and password. Once you create an account with us, you can quickly and easily check out from our store by entering your username and password. How do I create an account?To create an account, simply click the Create An Account button below and follow the prompts. How can I change my online account username?Those users who have an online account are currently unable to change their username via the Web site. You'll need to contact customer relations directly to see if it is possible to change your username. We apologize for this inconvenience. U.S. toll-free: 1-800-223-8720 Canada toll-free: 1-877-203-5248 Outside of the United States and Canada: 585-240-7301 How can I change my online account password?Once you're logged in to your account, you have the ability to change your password. On the left side of the Web page, you'll see a link for Edit Your Account. This link will bring up your account information and allow you to change your password. If you run in to any problems, please contact our customer relations department. U.S. toll-free: 1-800-223-8720 Canada toll-free: 1-877-203-5248 Outside of the United States and Canada: 585-240-7301 How do I purchase items from your site?Our site is equipped with a typical shopping cart. All you need to do is click the Add To Cart option for each item you wish to purchase. Each time you select this option, your shopping cart appears with the updated information indicating what you've just selected. You then have the following options to choose from: continue shopping, check out, update your cart, empty your cart, remove items, or add coupons. Before you can check out, you'll be prompted to enter your username and password if you already have an account established with us. If you don't have an account, you'll be prompted to create one. You only have to complete this step once. Once you establish an account with us, you can quickly and easily check out from our store simply by entering your username and password. Please note that you must have cookies enabled to use the feature. I selected the Bill Me option when I created my account. How do I use a credit card instead?To change your account billing option, simply log in to your account and select the Edit Your Account option. Deselect the Bill Me option and then enter in your credit card information. Then, click the Preview Account Changes button and check your new information on the Confirm Account Information page. Please note this only applies to orders if you go back and enter your credit card information prior to checking out from our store. If you have already checked out and received a confirmation email, you'll need to contact customer relations by phone. We'll need to manually add credit card information to your order. U.S. toll-free: 1-800-223-8720 Canada toll-free: 1-877-203-5248 Outside of the United States and Canada: 585-240-7301 What if I forgot my account username and password?Once you have an online account set up to make purchases through our Web site, you can sign back in at anytime to make additional purchases. If you have forgotten your password, but remember your username, click here to retrieve your password. If you can't remember your username, please call our customer relations department. Please note that if you're a weekly tips subscriber, you do not need a username to change your tip information. If this is a weekly email tips concern, please click here. U.S. toll-free: 1-800-223-8720 Canada toll-free: 1-877-203-5248 Outside of the United States and Canada: 585-240-7301 Weekly Email TipsI have already signed up for the free weekly email tips. How do I confirm, change my email address, unsubscribe, or add tips to my weekly delivery?
I have SPAM filters set up on my email account. What is the email address that the free weekly tips will come from so I can add it to my Safe List.To ensure delivery of our free weekly email tips, please make sure your email account is set up to accept emails from tips@offers.elijournals.com. Do I need a username and password to be able to update my tips information?Please note that at this time, our weekly tips are managed via email-we do not have usernames and passwords related to this service. For more information on managing your weekly email tips, please click here. I am having trouble signing up for your free weekly tips. Am I running the right browser version needed to view your site properly?In order to successfully sign up for the free weekly tips, your computer must comply with a few specifications. Our site is optimized for viewing with the latest versions of Internet Explorer, Netscape, and Safari. If you're using a Windows-based computer, we recommend the latest version of Internet Explorer or Netscape. If you're using a Macintosh computer we recommend the latest version of Safari (OS X only) or Netscape (any other Mac OS version). If you're running Norton Anti-Virus software on your computer, this could also cause a problem. The software won't accept cookies from our Web site, which is why you aren't able to continue on to the next step in the sign up process. If you disable the privacy controls before you sign up for the tips, you shouldn't have any problems. You can then re-enable the privacy controls after you sign up. If you're unable to comply with the above specifications, or have complied but are still looped back to the original sign up page, you'll need to contact us. We'll be happy to manually sign you up for the free weekly tips. We'll need for you to provide us with the tip topics you wish to receive along with your physical mailing address. The physical mailing address is required information needed in order to sign up for a weekly tip subscription through our Web site. After we sign you up for the free weekly tips of your choice, you'll receive a confirmation email that you'll need to open in order to activate your free weekly tips subscription. U.S. toll-free: 1-800-223-8720 Coupons and Special PromotionsHow do I get coupons?We often run special promotions and send coupons to our valued customers and tip subscribers. To get coupons to apply to purchases on our site, sign up for our FREE email tips. As a result of signing up for our FREE tips, you'll periodically receive coupons via email. Visit our FREE tips sign-up page to see a full list of tips you can choose from. Please note that in order to receive coupons, you must select the "Check Here If You Wish To Receive Special Eli Journals Offers Via Email" option in the Email Preferences section of the sign up form. How do I apply a coupon to my purchase?If you have a coupon you'd like to use, simply add the desired items to your cart and proceed to checkout when finished. In the Coupons And Special Promotions section of your shopping cart, enter the coupon code in the designated field and then click the Add Coupon button. When you do, you'll notice that your coupon status changes to indicate you've added a coupon. In addition, the products listed in your cart are updated to reflect the promotion prices associated with the coupon you've entered. Special pricing is ONLY applied to products associated with the coupon(s) entered. What do I do if my coupon doesn't work?First, check to make sure that the promotion associated with your coupon is still valid and that you're entering the coupon within the specified time frame indicated in the promotion. If you use a coupon after it has expired, you'll receive an error message. If the coupon is still valid, make sure you've entered the code correctly. Re-type it to be sure. Also, check to make sure that you have items in your cart that are associated with the coupon. Special pricing is ONLY applied to products associated with the coupon(s) entered. If everything seems to be in order but you still can't get your coupon to work, please contact our customer relations department. U.S. toll-free: 1-800-223-8720 What do I do if my coupon is expired?If you use a coupon after it has expired, you'll receive an error message. To inquire if your coupon can be extended, please contact our customer relations department. U.S. toll-free: 1-800-223-8720 I received a special offer in the mail, but the price is not the same on your Web site. How do I order online and get the special offer?If you've received a mail offer with special pricing or incentives, placing the special order online is not possible at this time. Our special offers are sent to a select group and are not publicly available. You may place the special order via mail, fax, or phone. If you would like to place the order via phone, please have the offer handy when you call. Fax: 585-292-4392 I received a 20% off coupon; can I use this in conjunction with any other offers?20% off coupons can not be redeemed on prior purchases, journal renewals, or other promotional offers. The 20% off coupons take 20% off the regular listed price of any item through our Web store. Customer RelationsHow do I determine what the expiration date is for my current subscription?If you have received a renewal notice for your journal subscription, the expiration date printed indicates the month of the last paid issue of the current subscription period that will be delivered to you. The expiration date can also be determined by looking at the last four digits above your label's mailing information. If you're having difficulty locating your expiration date, please contact customer relations. U.S. toll-free: 1-800-223-8720 According to my records, my subscription doesn't expire for a few months yet. Why am I receiving renewal notices now?The notice you received is an early reminder of the expiration date. We generally send out renewal notices early to accommodate our corporate customers who have budget considerations. You may choose to renew now, or disregard the early notices and respond to a later notice, closer to your last issue. If you choose to renew without payment now by selecting Bill Me Later, you will receive an invoice for your renewal after your current subscription expires. If you choose to renew with payment, your subscription will be renewed for full annual term past your current expiration date. Where do I renew my subscription at the Eli Journals Web site?At this time, there is no method for renewing a subscription through our Web site. We regret any inconvenience this may cause. You may arrange another method of payment by contacting our customer relations department. U.S. toll-free: 1-800-223-8720 Where do I pay for an invoice on your Web site?At this time our Web site design does not allow for online payment of previously placed orders. We regret any inconvenience this has caused. You can arrange another method of payment by contacting our customer relations department. U.S. toll-free: 1-800-223-8720 I need an invoice or payment receipt for an order I placed with your company. Is it possible to get one sent to me?We can fax or postal mail you a payment receipt or invoice for any purchase with Eli Journals. Please contact our customer relations department. U.S. toll-free: 1-800-223-8720 I haven't received one of the issues of my journal subscription. What do I do?Journals ship during the month prior to the issue date-for example, the June issues begin shipping by April 30th and continue to ship throughout the month of May. Please allow until the end of the month for delivery of any journal. Our products are shipped using the U.S. Postal Service. Any problems or delays with regular mail delivery are beyond our control. If you still have not received an issue at the end of the month, you may contact our customer relations department to request a replacement. Please understand that we only stock issues five months prior to the currently shipping journal. U.S. toll-free: 1-800-223-8720 I just received one of your journals with a subscription order form. I never ordered this-am I under any obligation to pay?The journal you received was simply a complimentary issue that we thought might interest you. Please accept it with our thanks. Per the "Notice of Obligation" on the document, it is not an invoice; you are under no obligation to pay and, unless you place an order for the journal, additional issues will not be sent. If you're interested in starting a subscription, you may return the top portion of the order form via mail, or call us. Please have the order form handy if calling. If you don't wish to start a subscription, no response is necessary-no invoices or issues will follow. U.S. toll-free: 1-800-223-8720 I just received one of your journals with something called a "Statement Continuation." I never ordered this-is it an invoice?The journal you received was simply a complimentary issue that we thought might interest you. Please accept it with our thanks. Per the "Notice of Obligation" on the document, it is not an invoice; you are under no obligation to pay and, unless you place an order for the journal, additional issues will not be sent. If you're interested in starting a subscription, you may return the bottom portion of the Statement of Continuation via mail, or call us. Please have the statement handy if calling. If you don't wish to start a subscription, no response is necessary—no invoices or issues will follow. U.S. toll-free: 1-800-223-8720 I'm receiving invoices for a journal I didn't order! Is this a trick to make me pay for something I didn't ask for?Not at all. We find that in today's hectic world, busy customers occasionally don't recall sending in the offer cards for free issues. It isn't our policy to start and/or bill for subscriptions without receiving a request from a customer. When our company receives such a request, then, and only then, is a subscription started. If you have requested a free issue and then decide not to subscribe, all you need to do is write "CANCEL" on the invoice and return it to us. There is no further obligation and you are welcome to keep any issues received. Our policy is stated clearly on the back of every offer card. I paid my bill recently but I've just received another notice. Why is that?If you've recently paid, the notice you received may have crossed in the mail with your payment. You may wish to contact our customer relations department if you feel you've received a bill in error. U.S. toll-free: 1-800-223-8720 I do not see a product that covers what I am interested in. Can I place a suggestion to your company requesting future coverage?We are always happy to consider new ideas and will pass any request on for review. It is through efforts such as yours that we can continue to grow and modify our offerings to better serve our customers. To submit your request, please click here. What is the difference between the Fundamentals series and your traditional publications?We currently offer Fundamentals journals for programs such as Access, Excel, and Photoshop. Our Fundamentals journals are designed to quickly build your skills from the ground up with comprehensive how-to tips, tricks, and techniques that are simpler and more stepped out than our traditional journals. The Fundamentals journals build a solid skill foundation to help you advance within these applications. If you are at a more advanced level in these programs, you might be interested in our traditional publications such as Inside Microsoft Access, Inside Microsoft Excel, and Inside Photoshop. Our issues are full of practical articles that are guaranteed to save you time and make you a more proficient user no matter what level user you are. What if during my subscription I find the Fundamentals journal is too easy for me?If you find you're ready to graduate to a more advanced level publication, please contact our customer relations department for details. This upgrade is free of charge if you still have remaining issues left in your current paid subscription. We will send renewal notices out near the end of that subscription term, giving you the opportunity to renew for a full annual term. U.S. toll-free: 1-800-223-8720 I placed an online order at the store but I haven't received my order. What do I do?All successfully placed orders should arrive within three to four weeks. You can check your order history by signing in to the store and following the links. Occasionally, heavy Web traffic may cause an order to be confirmed even though it hasn't been successfully placed. We are working on ways to overcome this difficulty, but often the problem is due to heavy Web usage-which is beyond our control. Rest assured, the information you have given us remains private-we do not store payment information in a publicly accessible area. If you've placed an order and have not yet received it, please contact our customer relations department so that we may investigate. Please have your order confirmation email accessible when you call. Please note that some products, such as the following, will not ship until we receive payment: Smart Tips and Quick Tricks booklets, all CD products, resource guides and reports, reference cards and guides, and Quick Skills Kits. U.S. toll-free: 1-800-223-8720 What is the standard shipping time for your products?Once we receive your order, depending on the number of orders received and stock available at our warehouse, standard shipping time is three to four weeks. Special arrangements can be made prior to your order for an additional shipping fee. If you wish to make special arrangements, please contact our customer relations department. Please note that some products, such as the following, will not ship until we receive payment: Smart Tips and Quick Tricks booklets, all CD products, resource guides and reports, reference cards and guides, and Quick Skills Kits. U.S. toll-free: 1-800-223-8720 Why are International prices higher than U.S prices?Due to the high cost of shipping items outside the United States, we charge a higher price for international orders. The higher price incorporates the extra shipping and handling charges. EKJ Online ServiceWhat if I forgot my EKJ Online username and password?If you have forgotten your EKJ Online password, but remember your username, click here to retrieve your password. If you can't remember your username, please call our customer relations department. Please note that if you are a weekly tip subscriber, you do not need a username to change your tips information. If this is a tips concern, please click here. U.S. toll-free: 1-800-223-8720 How can I change the Password for my EKJ Online account?Once logged in to your account, you have the ability to change your password. On the left side of the Web page you'll see a link for Edit Your Account. This link will bring up your account information and allow you to change your password. If you run in to any problems, please contact our customer relations department. U.S. toll-free: 1-800-223-8720 What does my subscription to a publication that includes EKJ Online service entitle me to?Each paid EKJ Online subscription includes a print journal issue mailed to you each month, as well as unlimited online archive access for one user to that specific publication title for the duration of your subscription term. If you have paid for more than one EKJ Online subscriptions under the same account, you'll be able to search through all of those titles paid for under the same username. Can I add additional users to the online portion of my EKJ Online subscription without having to purchase additional print copies?Each paid EKJ Online subscription includes online access for one user along with one journal issue mailed to you each month. We do offer EKJ Online abilities for multiple users. For an additional fee, the subscription would include unlimited archive access for the account holder who receives the print copy each month and would grant online permission for multiple users under that account holder's online account. Please contact our customer relations department for further details or to place an order. U.S. toll-free: 1-800-223-8720 I am having trouble viewing an entire EKJ Online article.To have complete access to the articles in EKJ Online, you must have an active subscription to one of our monthly publications that includes EKJ Online. If you have an active EKJ Online membership, please make sure you are entering EKJ Online with the username and password that was provided via email when your order was placed. If you are not sure if you should have access to EKJ Online or if you need your username and password, please contact our customer relations department by clicking here. Recently, some EKJ Online subscribers have been having difficulty viewing the articles in their account. Listed below are steps to troubleshoot the error you are encountering. After each of the steps, please close your browser and log in again. Begin troubleshooting 1. Clear your temporary files directory:a) IE 6: --Tools | Internet Options | General tab.-- Click the Delete Files button.-- Click OK.b) NN 7: -- Edit | Preferences | Expand the Advanced option.-- Select Cache.-- Click the Clear Disk Cache button. -- Click OK.(Even if this lets you view EKJ Online properly, you should still perform step 2.)
In addition, please consider the following questions if you're accessing our Web site through your company. You'll need to address these problems with your company's IT department directly.
If these steps do not provide a resolution, we'll need to investigate the issue further. When contacting us, please be prepared to provide us with the following information.
U.S.: 1-800-223-8720 Web Site IssuesI am having trouble accessing some of the pages on your Web site. Am I running the right browser version needed to view your site?Our site is optimized for viewing with the latest versions of Internet Explorer, Netscape, and Safari. If you're using a Windows-based computer, we recommend the latest version of Internet Explorer or Netscape. If you're using a Macintosh computer, we recommend the latest version of Safari (OS X only) or Netscape (any other Mac OS version). Internet Explorer can be downloaded here U.S. toll-free: 1-800-223-8720 The Checkout button is not appearing in my shopping cart.Make sure that when you are ready to check out that you're signed in to an account. Please note that you may not be able to view the Checkout button due to various security settings you might have activated through programs such as Norton Anti-Virus and ZoneAlarm Pro. One thing you can try is closing your Web browser and clearing all cookies before relaunching our site. If you still can't view the Checkout button, please contact customer relations to place your order. When calling, please let us know what Web browser you're running and the version. We'll also need to know if you have Norton Anti-Virus or ZoneAlarm installed. U.S. toll-free: 1-800-223-8720 I am trying to sign up for free weekly tips, but receive an error message that states "Invalid C Code."This error would only happen when you're in the final stages of signing up for tips. The reason this occur is if you don't fill out the tip signup form on www.elijournals.com -- it is imperative that the WWW be present in the URL. There's already a detection script set up to automatically handle this for most people that view our site. If you try to go to http://elijournals.com/tips.asp it should change it to www.elijournals.com automatically. This doesn't work 100% of the time as some people have privacy software running on their computers that can block the transmission of certain information to our servers. In this situation, first make sure that you're accessing WWW.elijournals.com. If you are and continue to experience this issue, please contact customer relations. When calling, please let us know what Web browser you're running and the version. We'll also need to know if you have Norton Anti-Virus or ZoneAlarm installed. U.S. toll-free: 1-800-223-8720 I am having trouble accessing some of the pages on your Web site. Am I running the right browser version needed to view your site?Our site is optimized for viewing with the latest versions of Internet Explorer, Netscape, and Safari. If you're using a Windows-based computer, we recommend the latest version of Internet Explorer or Netscape. If you're using a Macintosh computer, we recommend the latest version of Safari (OS X only) or Netscape (any other Mac OS version). Internet Explorer can be downloaded here Netscape can be downloaded here Safari can be downloaded here Who do I contact if I am experiencing problems with your Web site?You can report any problems you may experience with our Web site to our Webmaster via email at Journals_Webmaster@elementk.com. When contacting the Webmaster, please be sure to include the version of the Web browser you're using and as much detail about the problem as possible. Providing this information will help ensure a prompt resolution. I am having trouble viewing an entire EKJ Online article.To have complete access to the articles in EKJ Online, you must have an active subscription to one of our monthly publications that includes EKJ Online. If you have an active EKJ Online membership, please make sure you are entering EKJ Online with the username and password that was provided via email when your order was placed. If you are not sure if you should have access to EKJ Online or if you need your username and password, please contact our customer relations department by clicking here. Recently, some EKJ Online subscribers have been having difficulty viewing the articles in their account. Listed below are steps to troubleshoot the error you are encountering. After each of the steps, please close your browser and log in again. Begin troubleshooting1. Clear your temporary files directory:a) IE 6: --Tools | Internet Options | General tab.-- Click the Delete Files button.-- Click OK.b) NN 7: -- Edit | Preferences | Expand the Advanced option.-- Select Cache.-- Click the Clear Disk Cache button. -- Click OK.(Even if this lets you view EKJ Online properly, you should still perform step 2.)
In addition, please consider the following questions if you're accessing our Web site through your company. You'll need to address these problems with your company's IT department directly.
If these steps do not provide a resolution, we'll need to investigate the issue further. When contacting us, please be prepared to provide us with the following information.
U.S.: 1-800-223-8720 |
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![[ Mail ]](/images/Mail2.gif) Eli Journals
2272 Airport Road South Naples, FL 34112 |
![[ Phone ]](/images/Phone.gif) Toll-Free: (800) 223-8720
Canada: (877) 203-5248 International: (585) 240-7301 |
![[ Fax ]](/images/Fax.gif) Fax:
(585) 292-4392 |
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